Outsourcing Trends

Provider Reviews: Net Promoter Scores

One of the best advertisements for a product or service is a positive review from another customer. Reviews and ratings are so compelling and commonplace, they help guide our choices in car repair, travel destinations, and sushi restaurants. We think customer feedback is also incredibly useful when trying to find the right scientific service provider. For this reason, we began collecting Net Promoter Scores (NPS) from our clients and sharing them on supplier storefronts.

What is a Net Promoter Score? In 2003 Bain & Company launched a new way to gauge customer loyalty and satisfaction by creating a feedback survey with a single question: “What is the likelihood that you would recommend Company X to a friend or colleague?” Respondents answer this question on a scale of 0-10, with 10 being extremely likely and 0 being not at all likely. Based on their response, customers who provide feedback are placed into one of three categories:

Promoters (9 or 10) are very satisfied clients who would urge others to buy from/work with the business

Passives (7 or 8) are satisfied, but unenthusiastic about their experience

Detractors (0-6) are unsatisfied customers who would share negative experiences about the company

The total Net Promoter Score is calculated by subtracting the number of detractors from promoters. Identifying three key groups within a customer base allows for more targeted interaction with clients. If someone marks a 6 or below, the company can follow up with that person and try to correct what went wrong.

We took that idea and applied it to our feedback surveys for service providers. Our rating system now includes detailed reviews contributed by other customers, as well as NPS information on each storefront. We understand outsourcing decisions aren’t only based on price, but finding a service provider you can trust to conduct experiments vital to the success of your research. In order to learn about our customers’ experience with a lab we ask the following questions:

What is the likelihood that you would recommend (service provider) to a friend or colleague (0-10)

How satisfied are you with the timeliness of the deliverables (0-10)

How satisfied are you with the quality of the deliverables (0-10)

Integrating information like this on our platform is just one of the many ways Science Exchange provides industry insights that allow you to reduce risk when contracting with external service providers. To read reviews and find the NPS information for a service provider, click on the Ratings tab on any storefront, as seen here.

Science Exchange empowers researchers to work with confidence and make informed outsourcing decisions across all industries. Search our Marketplace to choose from thousands of screened labs and feel free to add a review of your experience. The unique feedback and NPS data you provide can help other teams find the right service provider for them.